[Hiring] Customer Service Specialist @Esusu, Inc.

Role Description

The Customer Service Specialist is a frontline, omnichannel problem solver. They handle the majority of day-to-day customer contacts across products and channels, follow clear workflows and SOPs, and deliver consistent, high-quality support. Specialists are expected to resolve the current issue and reduce future contacts through education and expectation-setting, and to identify appropriate cross-sell opportunities or value-add outreach that support customer outcomes and Esusu’s goals.

Key Responsibilities

• Customer Support, Issue Resolution & Next-Issue Avoidance
  • Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency.
  • Use next-issue avoidance techniques in every interaction:
    • Ask clarifying questions to fully understand context.
    • Anticipate common follow-up issues and proactively educate customers (timelines, what happens next, dependencies).
    • Direct customers to self-service tools and help content to reduce repeat contacts.
  • Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes.
• Multi-Product, Cross-Channel Support & Value-Add Engagement
  • Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers.
  • When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross/up-sell) that genuinely help the customer achieve their goals.
  • Participate in value-add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs.
• Training Participation & Feedback
  • Complete all onboarding, product, process, and refresher training on time.
  • Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights.
  • Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change.
• Collaboration, Quality & Continuous Improvement
  • Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA.
  • Act on QA and coaching feedback to continuously improve.
  • Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross-functional partners.
  • Support cross-training efforts, including rotating to new products or channels as business needs evolve.

Qualifications

• Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred.
• Strong written and verbal communication skills in English; Spanish is a plus.
• Comfortable working in a high-volume, fast-paced environment.
• Ability to follow detailed processes while staying attentive to context and nuance.
• Familiarity with tools like Zendesk, Quiq, and Google Workspace is a plus (or willingness to learn quickly).
• Demonstrated reliability, professionalism, and commitment to customer outcomes.

Benefits

• Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR).
• Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).
• Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).
• Premium Health Coverage – Comprehensive HMO via iCare.
• Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay.
• Work Tools Provided – Laptop and essential work equipment included.
• In person and virtual team get-togethers - To connect with your fellow Esusu colleagues.